I want to guarantee Christmas delivery, when should I order by?
Due to the nature of 2020 being all 2020, we are unable to guarantee orders will arrive by Christmas. We will endeavor to get all orders out before the relevant shipping deadlines to your location as posted on the Canada Post site, whenever that is possible. We also offer e-Gift Cards as an option with no shipping concerns attached!
How long will the current season's scents stay up?
Seasonal releases stay up a minimum of three to four months, possibly longer at times.
The scent I want is Sold Out -- is it coming back?
All seasonal releases will be restocked on a rolling basis. During busy times, it may take a little longer to get things back up, but we'll get those back online as soon as possible, barring any unforeseen component issues.
I missed a seasonal release, is it gone forever or will it return?
It is our goal to bring back scents when possible, whether that be in General Catalog, as seasonal returns the next year, or during Reissue events. Should components become permanently unavailable, however, we will reformulate or discontinue as necessary. Please feel free to get in touch and inquire about something you are looking for, though. If we have a bottle or two hanging around, we'll be happy to help if we can!
What carrier do you use?
Perfume oils are all in an FCO (Fractionated Coconut Oil) base.
Are your products vegan?
All our scents are small-batch, handmade, and will be vegan barring any expressly noted as 'non-vegan' in the scent list or product pages. Any non-vegan materials are animal by-products such as honey, butter CO2 extractions, beeswax, ambergris, etc. We also do not use endangered plant materials, to the best of our knowledge. If you ever see notes like civet, rosewood, sandalwood, etc., those are always reconstructions utilizing synthetics and other naturals.
Do you ship to US/Internationally?
We do! If Canada Post will send it, we'll send it! Please note that some countries are on the Canada Post 'Service Suspended' list (available on their site) and we are not able to send things to those locations at this time. Also, some countries may have import restrictions on fragranced items, even without alcohol content. We cannot be aware of all local restrictions, please check your country's import laws before ordering. We are not able to replace or refund packages that are seized or destroyed, nor are we responsible for any customs, duties or taxes which may be incurred. We are not able to mark packages as 'gifts' or undervalue contents.
How long will my package take to arrive?
Given the current state of everything, plus the holiday season approaching, it may be hard to say. For this reason, we highly encourage tracked shipping for all packages, though we do offer untracked shipping rates as well, at buyer's sole risk.
My untracked order went missing! Help!
Please be aware that PULP cannot replace or refund lost untracked shipments. Untracked packages are sent at buyer's risk. We highly recommend choosing tracked shipping for all packages. Once we hand the untracked packages over to Canada Post, their fate is out of our hands. But, if your untracked package does get lost, please do still reach out to us and let us know.
Rates that Canada Post provides which are described as "Small Packet" and do not also say Tracked in the title are Untracked rates. If you are unsure if a rate is tracked or untracked, feel free to ask us, or you can check the list on the Canada Post site. Aside from certain Flat Rates for US/Canada, all shipping rates are provided directly by Canada Post.
My order arrived damaged! Help!
Please let us know right away and retain all damaged and undamaged items and packaging, as this may assist with filing a claim. (Note: claims cannot be filed on untracked orders.)
My order was placed but I have not received a shipping notice yet?
At the time you order, please take note of the stated TAT at the top of the page, usually approx 10-14 business days, though often less outside of launch or sale weeks. Note that business days excludes weekends (though, in reality, we're working those too!). We ship approx. twice a week, with more postal pickups during busy times. If your order is outside the TAT and no shipping notice has been received, please reach out and let us know!
I have a shipping notice, but there are no updates on my tracking?
At this time, both Canada Post and USPS (and likely other postal systems) are experiencing delays in scanning packages at numerous stages throughout the process, including the day or days right after we hand them over to Canada Post. Often packages will start to show movement within a couple of days, best to wait and try again. If you are in the US, make sure to check your tracking number on both the Canada Post and USPS sites. Sometimes one will have an update when the other does not. If there is no movement for over a week or two, get in touch and we'll check into it.
I'm not sure what scents I might like. What should I put in my sample set?
We are always happy to help! Send over your preferences, loves, hates, death notes, etc. and we'll be happy to make suggestions based on the currently available catalog.
Do you accept returns?
Due to the nature of the products we sell, we are not able to offer refunds or returns. It is always best to purchase samples first before committing to a larger size. Samples can be bought individually on each scent's product page, or as a customizable sample set.
Will there be free samples in the order?
At this time, we are offering one free sample of your choice with all orders. Available options are on our Current Scent List & you can leave a note in the Cart Notes field. Or, if you leave this option blank, we're happy to choose one for you! Meant to request something and forgot to leave a note? Just reply to your order confirmation email and let us know! We're happy to help.
What currency is the site in?
The site's currency is CAD. For convenience of budgeting, the site should show your home currency on product and most other pages, based on your IP address. If that is not working, there is a currency switcher you can use to change it to your desired currency. Please note, however, that Shopify reverts all currencies back to the shop currency of CAD at checkout. This is hard-coded into how Shopify works and not something we have any control over, though we do apologize for any confusion it may cause.
Do you offer free shipping?
Yes! Shipping for all Canadian and US orders over $100 is free (tracking included). Just choose the Free Shipping option that becomes available at checkout when your post-discount cart totals $100 or more. (Note: during our holiday NOFOMO Sale, free shipping is available on Canada/US orders of $50 or more after discounts. Sale runs thru Friday, Dec 4th @ 11:59pm.)